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Orange Value Promise not as much value as promised

We'll match any tariff as long as it's not too low

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Orange UK is falling short of its promise that it can match the tariff from any other network, right down to the way it's charged, for business customers.

Orange's problems stem from the fact that after introducing the Orange Value Promise, other network operators introduced various forms of unlimited data tariffs which the company has had a hard time competing with.

When one customer asked Orange for an unlimited data tariff matched to a competitor they were told: "We do offer Orange Value Promise but we do not match ALL deals especially promotional deals with ALL networks. We only select a few in which we match."

This comes despite the commitment outlined on its website. Promising to match some of the competitors' less competitive tariffs, at your discretion, is hardly compelling.

Apparently, T-Mobile's Web'n'Walk tariff has proved particularly difficult to match, and eventually a spokesman told us the Orange Value Promise had been suspended a year ago.

But the promise is clearly and prominently displayed on the company's website, and customers asking about it are not told it's no longer available.

Orange said it is looking into why this is the case, but as it stands the promise remains in writing and we can only recommend that customers hold the company to it. ®

Bootnote

Orange has been in touch to make it clear that their billing system isn't capable of supporting a tariff like Web 'n Walk; it's just too complicated. Therefore they have no obligation to offer it; according to clause 2.10 of their terms and conditions, despite what they promised.

This is particularly odd given the recent launch of their own unmetered tariff for consumers.